Legacy Warranty (December 2020 - November 2022)Updated 8 months ago

Our warranty coverage is split into two different components and depending on the scooter:

1. 12-month limited warranty coverage against manufacturing defects

2. 24-month Apollo protection plan for wear and tear  

Together, the limited warranty and our protection plan ensure owning a scooter is a smooth and easy process. In the odd event that issues do occur, we designed these policies to be generous and support our customers in getting the necessary help as quickly as possible. Please read on for further details.

The following are covered under 12 month warranty :
- Apollo Air (all variants), Light, City, Explore, Ghost, Pro (all variants), Phantom(all variants), Ultra
- Mercane WideWheel 2020

The following are covered under the 24-month Apollo protection plan:
- Apollo Air (all variants), Light, City, Explore, Ghost, Pro (all variants), Phantom, Ultra

Note: The Mercane WideWheel is not covered under the 24 month Apollo protection plan, but by the 12 month warranty. 

12 Month Limited Warranty

Warranty Scope & Eligibility

All Apollo Scooters (“scooters”), are covered with a limited warranty against manufacturing defects for a period of one year (12 months), starting on the day the scooter is received by the customer. This limited warranty coverage is only applicable in the following conditions:

1. Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the scooter is received by the customer. The warranty period is terminated on the first day of the second year of ownership, or when the scooter is resold or transferred to another individual (warranty is by no means transferable under any circumstances).
   
   

2. The limited warranty is only applicable to the list of covered components, which includes the following:
   - Lithium ion battery
   - Frame
   - Scooter stem
   - Controller
   - Handlebar
   - LED lights
   - Motor and motor hub
   - Throttle
   - LCD display and wiring
   
   

3. The warranty is applicable for the following components only if defects are reported within the first 30 days or 10KM of use (whichever comes first):
   - Rims
   - Brake callipers
   - Brake discs
   - Kickstands
   - Forks

If the defect is not reported within this period, the components will not be covered by warranty. Instead, customers will need to purchase spare parts from the website and will be required to cover any associated shipping expenses.

Any defect report must include an image or video, proving the existence of the defect. When a defective component is reported and the Apollo engineering team validates the existence of the defect, Apollo will, in its sole discretion, either: 

- Repair the defective component at an Apollo service centre (labour included)
- Replace the defective component with a new component (free shipping and part included)

IT REMAINS THE SOLE DISCRETION OF THE APOLLO ENGINEERING TEAM TO DETERMINE WHETHER THE CORE COMPONENT OR SCOOTER ARE DEFECTIVE AND IF THEY ARE COVERED BY THE LIMITED WARRANTY.

Limited Warranty does not cover the following: 

1. Normal wear and tear of any covered component
   
   

2. The cost or shipping of another scooter box (owners responsibility to keep the original box or purchase a new box if needed due to replacement or repair)
   
   

3. Damage or defects caused by negligence, improper assembly, modifications, accidents, misuse, improper tools, acts of god, failure to follow user manual/set up guides, water damage, improper cleaning solutions, improper maintenance (storage during winter for example), extreme/stunt driving, commercial use, unauthorized accessories, upgrades not sold by Apollo
   
   

4. Accessories or upgrades
   
   

5. Screws, loss of screws, stripped screws due to over forcing
   
   

6. Battery failures due to water damage, improper charging, power surges, after market chargers or lack of proper winter storage (75% battery capacity in room temperature)
   
   

7. Unauthorized service centre repairs or parts will not be covered if damage, failure or loss occurs
   
   

8. Any refunds or incurred costs such as Uber rides, public transportation, loss of time, consequential, special, punitive or incidental loss, damage to personal property
   
   

9. Any product rusting, blemishes, loss of colour due to sun exposure over time of usage
   
   

10. Any orders that have received a chargeback and that are currently under investigation (until the resolution is solved, warranty will be voided)

Additionally,  please note that any forms of harassment or aggression towards Apollo staff or Apollo certified technicians will not be tolerated and may result in your warranty being voided.

Claims Process
APOLLO WILL NOT PROCEED WITH ASSISTANCE UNDER THE LIMITED WARRANTY WITHOUT RECEIVING A VIDEO OR IMAGE SHOWING THE CLAIMED DEFECT FIRST.
In order to effectively help you get the repair or replacement part needed, you must do the following:

1. Submit a Product Issue Request by contacting our support team by Live Chat or email at [email protected] .Then, our engineering team will review it and get back to you within one business day.

2. If the engineering team determines the component is in fact defective and needs replacement, we will send you the replacement part and written/video instructions on how to repair or replace the component.

If you do not feel comfortable or do not have the time to do the repair yourself, you may use one of our repair centres (labour will be free of charge). However, the customer will be responsible for the shipping cost, taxes and obtaining a scooter box if not still in possession of it. Customers may also deliver the scooter to the repair centre themselves if desired. Contact us to identify the location centre nearest to you.

To be clear, if your scooter faces a manufacturing defect after 30 days or 10km (whichever comes first), Apollo will not replace the scooter with a new unit. Rest assured that Apollo will cover the parts and provide instructions to get this back to safe/riding condition, but replacing the entire unit will not be an option.

If your scooter does get replaced, note that the warranty coverage period does not get extended, but instead is carried over to the replacement unit and will end 1 year after the delivery of the original unit that was purchased. 

THE SOLUTIONS ABOVE ARE APOLLO’S SOLE AND EXCLUSIVE REMEDIES FOR ANY MANUFACTURE CLAIM ON LIMITED WARRANTY. APOLLO IS NOT LIABLE FOR ANY DAMAGES OR LOSSES DURING THIS PROCESS, DIRECTLY OR INDIRECTLY.

Damage During Shipping: 

Apollo offers the option to purchase Apollo Ship+ to cover the value of your scooter in transit (for lost and damaged scooters).
Please refer to the Apollo Ship+ policies here for more information on the details of the policy and how to submit a claim.

Apollo Protection Plan

Protection Plan Scope & Terms:

All Apollo Scooters ("scooters”) purchased directly from Apollo are covered by the Apollo Protection Plan against wear & tear issues for a period of two years (24 months), starting on the day the scooter is received by the customer. This protection plan coverage is only applicable in the following circumstances:

1. Apollo Protection Plan only covers the following components: 
   - Brake pads
   - Inner tubes and tires
   - Fenders

2. The components are free of charge, however the customer is responsible for the shipping charge of $20US or $25CAD (this is a standard fee which applies to most of North America, but it can be more for remote locations - contact our support team before purchase for more info)

3. Customers are limited to 2 inner tubes or tires per month and 2 brake pad sets every 500KM

4. The shipping fee is waived if a flat tire, tire defect or faulty brake pads are detected and reported in the first 30 days of receipt or first 10km of usage (whichever occurs first)

5. Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the scooter is received by the customer. The protection plan period is terminated when the product exceeds the 24 month period, is resold or transferred to another individual (protection plan is by no means transferable under any circumstances)

6. Any Apollo scooter purchased from one our retail partners will not be eligible for the Apollo Protection Plan coverage
   
   
   

Owner's Responsibility:

As a purchaser and owner of an electric scooter, we ask that all customers do their due diligence before purchasing a scooter to understand the maintenance needs required for these machines. Electric scooters will always require tightening screws, cleaning to avoid rust and squeaky brakes, proper winter storage. Our A-Team is always here to help if you have any questions regarding maintenance - we always rather you ask than try it yourself. We also kindly ask to always keep your scooter box with you (you may need a repair or maintenance in the future and boxes are expensive to ship). 

If any portion of your order is missing or not correct (a missing accessory or incorrect scooter sent), please message our team within the first 14 business days of receipt to get a free replacement.

Disclaimer: Important to note, if the accessory or scooter is used within those 14 business days, Apollo will not be able to exchange the product for you but offer a refund to match the items received. For any questions or comments, our team is always here and happy to help ([email protected]).

Summary

FAQs
When does this warranty policy take effect?
As of December 2020.

What happens if I purchased my scooter before December 2020?
The same warranty and coverage plan above will apply and take care. For example, you’ll now have access to free wear and tear parts, but just have to pay for the shipping. Conditions apply and are detailed above.

I’ve paid for my wear and tear parts before December, can I reclaim the cost?
Unfortunately not. This new policy starts December 2020 and any purchases made before this date are not refundable.

Why is the Mercane not covered under the Apollo 24 month protection plan?
Apollo was a distributor of the Mercane, so Apollo does not have access to parts at cost (as compared to our own line of Apollo produced scooters). The parts for the Mercane will still be at cost + shipping, with no profit margin or mark-up on them.

For any additional questions, feel free to reach out to our A-Team by Live Chat directly on our website or by email at s[email protected]